Summary
Overview
Work History
Education
Skills
Websites
Languages
Availability & Preferences
Timeline
Generic

Rachel Isac

Petaling Jaya,10

Summary

Results-driven Customer Experience Manager with over 11 years of expertise in leading support operations and managing customer and marketplace seller relationships across Australia, New Zealand, Singapore, and Malaysia. Proven track record in performance management, KPI tracking, quality assurance, fraud prevention, chargeback handling, and data storytelling. Skilled at driving process improvements, achieving an 82% increase in CSAT, and reducing response times to 8–10 hours. Proficient in Zendesk, Freshdesk, CRM software, CMS platforms, SLA management, team leadership, root cause analysis, and coaching, with a commitment to delivering top-tier customer experiences while maintaining operational integrity.

Overview

12
12
years of professional experience

Work History

Customer Service Manager

The MYSALE Group
06.2021 - Current
  • Led a team of 15–30 support agents across email and chat for AU, NZ, SG, and MY markets.
  • Managed customer and seller relationships to meet SLAs and service standards.
  • Oversaw QA processes including call/chat monitoring, evaluations, and coaching.
  • Implemented fraud prevention, chargeback handling, and account verification protocols.
  • Developed dashboards and reports to support data-driven decisions.
  • Collaborated with leadership to deliver performance reviews and strategic insights.
  • Achieved an 82% CSAT improvement and reduced response time to 8–10 hours.
  • Conducted root cause analysis to drive continuous improvement.

Operational Support Manager

The MYSALE Group
10.2015 - 03.2023
  • Directed cross-functional teams in customer service, logistics, and operations.
  • Led KPI initiatives to enhance productivity and service consistency.
  • Conducted data analysis to identify trends and operational risks.
  • Designed and delivered training programs to upskill team members.

Customer Service Team Manager

The MYSALE Group
11.2013 - 10.2015
  • Supervised 6 agents providing email and live chat support.
  • Managed daily team performance and coaching.
  • Supported CRM implementation (Zendesk, Freshdesk) and documentation.
  • Led customer service team to enhance service delivery and improve overall customer satisfaction.
  • Oversaw daily operations of customer support, ensuring adherence to quality standards and operational guidelines.

Education

High School Diploma -

Open University Malaysia
Petaling Jaya

Skills

  • Customer Experience Strategy
  • Performance Management & KPI Reporting
  • Quality Assurance & Coaching
  • Chargeback Handling & Fraud Prevention
  • Data Analysis & Performance Storytelling
  • Escalation & Issue Resolution
  • Process Improvement & Workflow Optimization
  • Remote Team Leadership
  • Zendesk & Freshdesk Administration
  • Marketplace Seller Relationship Management
  • CRM Implementation & Documentation
  • SLA Management
  • Root Cause Analysis
  • Team Coaching & Development
  • Customer relations
  • Time management

Languages

English – Fluent
Malay – Fluent
Tamil – Fluent

Availability & Preferences

  • Open to fully remote roles
  • Available: 2025-08-11
  • Salary Expectation: RM9,000+ (Negotiable)

Timeline

Customer Service Manager

The MYSALE Group
06.2021 - Current

Operational Support Manager

The MYSALE Group
10.2015 - 03.2023

Customer Service Team Manager

The MYSALE Group
11.2013 - 10.2015

High School Diploma -

Open University Malaysia
Rachel Isac